What is Customer Satisfaction?

Research shows that good processes are key to a great building experience.

The best builders know which experiences homeowners find most frustrating, and they work tirelessly to avoid them.

Industry studies show that homeowners’ biggest complaints are about their builder’s processes, especially around scheduling, budget, work habits and customer service. Smart builders use data from these studies to help them understand what their customers consider important. And smart homebuyers can glean lessons from them on how to evaluate a builder.

One interesting point is that few custom homebuyers complain about quality. By the time they have chosen a builder, they take quality for granted—because that’s what they focused on during the selection process. They vetted their builder by looking at past projects or project photos, reviewing testimonials, and perhaps talking with past customers about their new homes.